Guest Services Manager

6 months ago

Victoria, Canada Brentwood Bay Resort Full time

**What we do and are proud of**

At Brentwood Bay Resort, we take pride in providing a luxurious boutique experience that sets us apart from other hotels and resorts in the Greater Victoria area. We are committed to offering our guests more than just delicious meals, relaxing spa treatments, and beautiful oceanfront suites. We aim to provide a truly unforgettable guest experience and support our team members in discovering and delivering their unique contributions.

Our team is made up of passionate and engaged individuals who are empowered to share their input, opinions, strategies, and suggestions. We believe in working together as a team to deliver exceptional service, and we support one another to achieve our goals. As community leaders, we value honesty, uniqueness, and a fun approach to providing graceful hospitality.

**Why this role is significant**

The Guest Services Manager plays a significant role in leading the Guest Services team, ensuring a seamless guest experience from their initial inquiry to check-out. Through strong communication and leadership skills, you provide ongoing training, coaching, and empowerment to the Guest Services team with support from the Director of Rooms. You lead by example, engaging in elevated interactions not only with guests but also with fellow employees. Your mentorship with the team centers on promoting graceful, honest, and ego-free service.

**A day in the life**
- Welcome guests with warmth and professionalism, ensuring a positive first impression
- Foster an environment of excellent customer service by empowering employees and serving as a role model
- Skillfully employ guest recovery techniques to successfully address service-related issues
- Monitor the team's skills and identify areas for improvement by coaching, mentoring, and training
- Bi-weekly scheduling, payroll, and continuous labour management and analysis
- Assist with onboarding and training programs for new employees
- Attend weekly Rooms meeting to review operations, staffing, sales, and rate targets
- Monitor OTA channels to ensure accurate guest bookings
- Assist with creating and implementing departmental projects and strategic plans
- Identify opportunities to reduce costs and increase revenue across the department
- Fulfill any additional tasks as directed by the Director of Rooms

**What you bring to the team**
- You bring a professional, warm, and graceful presence
- You have strong problem-solving abilities, with the capacity to handle challenging situations calmly and effectively
- You posses strong leadership skills with the ability to inspire and motivate a team
- Effective, efficient, and professional communication skills
- Ability to create a comfortable work environment that fosters learning, growth, and development
- An extremely guest-focused mindset, coupled with the ability to work with a variety of personalities
- You enjoy a varied schedule including weekends with 7am-3pm, 11am-7pm, and 3pm-11pm shifts
- You have Serving It Right or a willingness to obtain them (our guests receive cider at check-in)
- 3+ years of experience in guest services or administrative role, preferably within a hotel environment
- 2+ years of experience in a supervisor or management capacity, preferably in a guest-focused role
- Bonus points if you hold a Bachelor’s degree in business or hospitality

**Why join our team at BBR**
- We offer a competitive salary ranging from $55,000 to $65,000 annually
- Extensive health and wellness benefits upon hire
- Work-life balance with three weeks of vacation
- Management meal included every shift
- Four spa days every year, on us
- An award-winning culture that makes you excited to come to work (we are very proud of this)
- The opportunity to showcase your skills and make a difference in a stunning location
- Personal and professional development opportunities
- Employee discounts, including 50% off at the Pub, Arbutus Room, and treatments at the Spa
- Free paddle sport rentals at the Brentwood Bay Marina for you and a friend
- Friends and family discounts on hotel rooms

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